Service Desk Technical Analyst

Company Profile:

Founded in 1976, CGI is among the largest independent IT and business consulting services firms in the world. With 94,000 consultants and professionals across the globe, CGI delivers an end-to-end portfolio of capabilities, from strategic IT and business consulting to systems integration, managed IT and business process services and intellectual property solutions. CGI works with clients through a local relationship model complemented by a global delivery network that helps clients digitally transform their organizations and accelerate results. CGI Fiscal 2024 reported revenue is CA$14.68 billion and CGI shares are listed on the TSX (GIB.A) and the NYSE (GIB). Learn more at cgi.com.

Job Title: Service desk

Position: ASE

Experience: 1 to 3 years

Category: IT Infrastructure

Main location: Chennai

Position ID: J0326-0647

Employment Type: Full Time

Qualification: Bachelor's degree in Computer Science or related field or higher with minimum 3 years of relevant experience.

Job Description

Job Title: Service Desk Technical Analyst

Experience: 1–3 Years Department: Information Technology

Employment Type: Full-Time

Job Location: Chennai DLF

Job Summary

We are looking for a skilled and customer-oriented Service Desk Technical Analyst with 1–3 years of IT support experience to provide technical assistance and operational support to end users. The role involves troubleshooting hardware, software, OS, network issues, ensuring prompt resolution, and delivering a high standard of IT service in line with defined SLAs.

Key Responsibilities

. Act as the first point of contact for IT incidents and service requests via phone, email, and ticketing systems.

. Diagnose, troubleshoot, and resolve technical issues related to desktops, laptops, mobile devices, printers, peripherals, etc.

. Provide support / troubleshoot for Windows / mac OS operating systems and standard enterprise applications.

. Support Microsoft services including Outlook, Teams, OneDrive, and SharePoint.

. Record, track, and update tickets in ITSM tools, ensuring accurate documentation

. Escalate complex or unresolved issues to Tier 2/3 teams following escalation procedures.

. Maintain and contribute to knowledge base articles and technical documentation

. Adhere to ITIL processes, security policies, and compliance requirements.

Required Skills & Qualifications

. Excellent verbal and written communication skills.

. 1–3 years of experience in a Service Desk, Help Desk, or Technical Support role.

. Basic understanding of ITIL framework.

. Strong understanding of basic Windows OS.

. Familiarity with ITSM/ticketing tools (ServiceNow, Jira, Remedy, Freshservice, or similar)

. Basic knowledge of networking concepts and troubleshooting

. Strong analytical and problem-solving abilities

. Ability to manage multiple tasks.

Preferred Qualifications

. ITIL Foundation certification

. Bachelor's degree

Working Conditions

. 24X7 shifts.

. Work from Office five days per week.

Behavioural Competencies :

Proven experience of delivering process efficiencies and improvements

Clear and fluent English (both verbal and written)

Ability to build and maintain efficient working relationships with remote teams

Demonstrate ability to take ownership of and accountability for relevant products and services

Ability to plan, prioritize and complete your own work, whilst remaining a team player

Willingness to engage with and work in other technologies

CGI is an equal opportunity employer. In addition, CGI is committed to providing accommodations for people with disabilities in accordance with provincial legislation. Please let us know if you require a reasonable accommodation due to a disability during any aspect of the recruitment process and we will work with you to address your needs.

Life at CGI:

It is rooted in ownership, teamwork, respect and belonging. Here, you’ll reach your full potential because…

You are invited to be an owner from day 1 as we work together to bring our Dream to life. That’s why we call ourselves CGI Partners rather than employees. We benefit from our collective success and actively shape our company’s strategy and direction

Your work creates value. You’ll develop innovative solutions and build relationships with teammates and clients while accessing global capabilities to scale your ideas, embrace new opportunities, and benefit from expansive industry and technology expertise

You’ll shape your career by joining a company built to grow and last. You’ll be supported by leaders who care about your health and well-being and provide you with opportunities to deepen your skills and broaden your horizons

Come join our team, one of the largest IT and business consulting services firms in the world

Your future duties and responsibilities

Required qualifications to be successful in this role

Together, as owners, let’s turn meaningful insights into action.

Life at CGI is rooted in ownership, teamwork, respect and belonging. Here, you’ll reach your full potential because…

You are invited to be an owner from day 1 as we work together to bring our Dream to life. That’s why we call ourselves CGI Partners rather than employees. We benefit from our collective success and actively shape our company’s strategy and direction.

Your work creates value. You’ll develop innovative solutions and build relationships with teammates and clients while accessing global capabilities to scale your ideas, embrace new opportunities, and benefit from expansive industry and technology expertise.

You’ll shape your career by joining a company built to grow and last. You’ll be supported by leaders who care about your health and well-being and provide you with opportunities to deepen your skills and broaden your horizons.

Come join our team—one of the largest IT and business consulting services firms in the world.